CONEXI COMPLAINTS, DISPUTES & APPEALS POLICY

Last updated: August 2026

1. Purpose

This policy is operated by:

CONEXi Ltd
Company number 10161567
128 City Road, London, EC1V 2NX
hello@conexi.co

CONEXI aims to operate a fair marketplace for Coaches, Professionals and Event organisers.

This policy explains how complaints and appeals can be submitted.

2. Matters Covered

Complaints may concern:

• Professional conduct
• Event organisers
• Event delivery
• Event refunds
• Lead validity
• Lead credits
• Reviews
• Marketplace content
• Verification
• Account restrictions
• Account suspensions
• Content moderation
• Safety issues
• Payment or transaction issues
• CONEXI’s own service

3. Making a Complaint

Complaints should be submitted to:

hello@conexi.co

Please provide where available:

• Your name
• Account email
• Relevant Professional or Event
• Transaction or booking reference
• Description of the problem
• Relevant evidence
• The outcome you are seeking

4. Acknowledgement

CONEXI will aim to acknowledge substantive complaints promptly.

An acknowledgement does not mean the complaint has been upheld.

5. Investigation

Depending on the nature of the complaint, CONEXI may:

• Review platform records
• Examine transactions
• Inspect relevant messages where lawful and appropriate
• Request information from users involved
• Request supporting documentation
• Review verification records
• Review booking or lead records

6. Confidentiality

CONEXI will only disclose complaint information where reasonably necessary to investigate, resolve or comply with legal obligations.

Complete anonymity cannot be guaranteed where information must be disclosed fairly to another affected party.

7. Possible Outcomes

Depending on the issue, CONEXI may:

• Reject the complaint
• Provide an explanation
• Issue guidance
• Correct information
• Issue a lead credit
• Approve or facilitate a refund
• Remove content
• Restore content
• Change verification status
• Issue a warning
• Restrict account functionality
• Suspend an account
• Terminate an account

8. Lead Disputes

Lead-validity claims are also governed by the Professional Provider Terms.

A Professional should normally submit an invalid-lead claim within 7 calendar days of lead purchase.

Not winning the client does not make a lead invalid.

9. Event Disputes

Event refund disputes will be considered against:

• The Event listing
• Event Ticket, Cancellation & Refund Policy
• Event Organiser Terms
• Applicable consumer rights

10. Review Disputes

CONEXI will not remove a genuine negative review merely because it is disagreed with.

Review disputes will be determined using the Reviews & Content Policy.

11. Account and Listing Decisions

Business users may request reconsideration of significant:

• Listing restrictions
• Account suspensions
• Account terminations
• Marketplace-access restrictions

The request should explain why the decision is believed to be incorrect and provide relevant evidence.

12. Appeals

Where an appeal is available, CONEXI should, where reasonably practicable, arrange for the matter to be reconsidered by someone who was not responsible for the original decision.

An appeal does not automatically suspend an enforcement action.

13. Urgent Action

CONEXI may maintain an immediate restriction while a complaint or appeal is investigated where reasonably necessary because of:

• Fraud
• Safety
• Security
• Illegal activity
• Significant risk to users
• Legal requirements

14. External Rights

Nothing in this complaints procedure prevents a user from exercising legal or regulatory rights available to them.

Privacy complaints may also be made to the Information Commissioner’s Office where applicable.

15. Contact

All complaints, appeals, privacy concerns and safety reports can be submitted to:

hello@conexi.co

CONEXi Ltd
Company number 10161567
128 City Road
London
EC1V 2NX